Ebony Norman
High Point,NC
Summary
Detail-oriented professional with a client-centered approach, customer service experience, and strong leadership skills. Collaborative in assessing, planning, managing, and advocating for options and services. Effective communicator who meets individual needs and coordinates resources for quality outcomes. Academic Honors Recognition recipient with a proven track record of excelling in fast-paced, high-demand environments. Skilled problem solver with proficiency in Microsoft Office Applications and 10-key Data Entry.
Overview
16
16
years of professional experience
Work History
Supervisor Customer Care
Everise
11.2024 - 01.2025
- Company Overview: formerly Continuum Global Solutions
- Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns.
- Manage a staff of 54+ employees, monitoring productivity, organizing workflow, and setting goals regarding work allocation and review (KPI).
- Adhere to HIPAA law and AETNA Better Health procedures and policies.
- Utilize the following Medical Management Software/Systems: Avaya, Five9, and Verint.
- Microsoft Office: Word, Excel, Outlook, and Teams; review/draft letters, reports/spreadsheets, send/receive emails, chat, and attend virtual meetings.
- Direct and/or manage all activities associated with Call Center operations.
- Establish and implement performance and service standards.
- Assess and analyze team performance, identify gaps, and provide feedback and coaching.
- Formerly Continuum Global Solutions
Member Advocate
Continuum Global Solutions
09.2021 - 11.2024
- Handled inbound telephone calls and followed HIPAA guidelines and AETNA Better Health policies.
- Promoted November 2021 to a management role, managing a team of over 50 employees.
- Provided service to customer inquiries and complaints concerning medical records and billing.
- Exhibit emotional intelligence, patience, and empathy with the providers and patients.
- Avaya System: access to log in/out and use the various communication lines.
- MS Applications: Word, Excel, Outlook, and Teams; letters, reports, send/receive emails, chat, and attended virtual training and meetings.
- Five9 Medical Management Software: verify patient demographics and healthcare plans.
- Insurance verification: confirmed coverage and eligibility.
- Demonstrated excellent soft skills to provide the best customer service experience for our customers.
- Provided information about customers' current plans and products.
- Identified and positioned new solutions that align with customer needs.
Quality Control Inspector / Data Entry Specialist
ZIEHL-ABEGG USA
10.2020 - 09.2021
- Verified freight upon delivery and conducted visual inspections to ensure quality.
- Informed management of material discrepancies or defects via email.
- Documented product details accurately and regularly in MS Excel spreadsheets.
Assembly Worker / Machine Operator
Lotus Bakeries
12.2019 - 09.2020
- Made equipment adjustments as necessary to produce products within specifications.
- Inspected cookies for quality and ensured proper packaging.
- Maintained clean and sanitized station and worked well in a team atmosphere.
Assembly Worker / Machine Operator
Thermo Fisher Scientific
03.2017 - 11.2019
- Operated processing equipment by Standard Operating Procedures (SOPs).
- Checked the temperature of medicine and performed inspections under microscopes to ensure quality.
- Entered data accurately in the computer system and reported any issues to the supervisor.
- Cleaned and sanitized work area per company policy.
Retail Cashier / Customer Service
Goodwill Industries
11.2013 - 04.2015
- Positively interacted with customers and demonstrated high customer service.
- Scanned merchandise, processed transactions, accepted payments, and stocked shelves.
- Sorted products and organized displays on the sales floor.
- Worked as a team member to ensure customers received the best possible service.
Lead Trainer / Cashier / Customer Service
High Point University
08.2008 - 03.2013
- Opened and closed locations, trained new employees, completed inventory counts, and delegated tasks.
- Answered incoming calls and handled large orders.
- Operated the cash register, processed payments, and issued change.
- Prepared food, communicated effectively with customers and staff, and resolved problems.
- Ensured food safety procedures were followed and customer service standards were met.
Education
Bachelor of Science Degree - Cyber Security
Strayer University
09.2025
Associate of Science Degree - Health and Human Services
Ultimate Medical Academy
Tampa, FL06-2021
Skills
- Advocacy
- Counseling
- Case Management
- Social Services
- Healthcare Delivery
- Vulnerable Populations
- Wellness
- Community Resources
- Public and Community Health Systems
- Program Planning
- Interview Techniques
- Delivery of Services
- Program Management
- Social Programs
- Family Dynamics
- Diversity
- Cultural Diversity
- Human Behavior
- Social Welfare
- Values and Ethics
- Medical Terminology
- HIPAA Compliance
- Interpersonal Professional Communications
- Allied Healthcare
- Health and Human Services
- Anatomy & Physiology
- Pathophysiology
- Self-Care
Key Qualifications
- Advocacy
- Counseling
- Case Management
- Social Services
- Healthcare Delivery
- Vulnerable Populations
- Wellness
- Community Resources
- Public and Community Health Systems
- Program Planning
- Interview Techniques
- Delivery of Services
- Program Management
- Social Programs
- Family Dynamics
- Diversity
- Cultural Diversity
- Human Behavior
- Social Welfare
- Values and Ethics
- Medical Terminology
- HIPAA Compliance
- Interpersonal Professional Communications
- Allied Healthcare
- Health and Human Services
- Anatomy & Physiology
- Pathophysiology
- Self-Care
Timeline
Supervisor Customer Care
Everise
11.2024 - 01.2025
Member Advocate
Continuum Global Solutions
09.2021 - 11.2024
Quality Control Inspector / Data Entry Specialist
ZIEHL-ABEGG USA
10.2020 - 09.2021
Assembly Worker / Machine Operator
Lotus Bakeries
12.2019 - 09.2020
Assembly Worker / Machine Operator
Thermo Fisher Scientific
03.2017 - 11.2019
Retail Cashier / Customer Service
Goodwill Industries
11.2013 - 04.2015
Lead Trainer / Cashier / Customer Service
High Point University
08.2008 - 03.2013
Bachelor of Science Degree - Cyber Security
Strayer University
Associate of Science Degree - Health and Human Services
Ultimate Medical Academy
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